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19

Agent Assist Voice and Integrations

19

Agent Assist Voice and Integrations

magic_button Agent Assist
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1 hour 45 minutes Advanced

In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Voice channel, as well as the options available for integration with other platforms in the CCAI ecosystem.

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Course Info
Objectives
  • Learn the key capabilities of live transcription and how to configure it.
  • Understand GKA and its configuration.
  • Understand LLM baseline summarization and its implementation.
  • Learn how to identify conversation profiles and data ingestion setups.
  • Learn how to interpret solutions to integrate telephony for agent assist.
  • Understand the UI integration module and its components.
  • Learn how to evaluate agent assist and platform in CCAIP.
  • Learn how to utilize Dialogflow to complete an agent setup.
  • Understand how to Analyze Dialogflow runtime integrations.
  • Learn how to identify the various phases of the delivery lifecycle.
Prerequisites

Introduction to Agent Assist & its Gen AI capabilities
Audience
CAs/CDs, Program Managers, Cloud Architects, Telephony Eng
Available languages
English

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